A client continues to contact us about a complaint we handled. What should we do?

A client made a complaint about poor service. We followed our firm’s complaints procedure and sent a final response letter to the client within eight weeks. The client referred the complaint to the Legal Ombudsman, but continues to contact us about it. Should we respond or not?

It is possible for you to cease correspondence with a client if you are satisfied that you have fully dealt with the complaint.

However, before deciding to cease correspondence, you should be satisfied that:

• you have fully considered their complaint
• you have made a decision
• you have offered remedies, if appropriate
• the complainant has either taken up or ignored appeal options, where applicable

Before taking this option, you should be willing to correspond with the client about the outcome of your consideration more than once.

If you decide to cease corresponding about a complaint, you should write to the complainant, including all of the following:

• a brief outline of their complaint
• the decision that has been made and how you reached it
• what remedies were offered, if any
• an explanation that in the absence of new evidence, you will stop corresponding with them on the matter and that you regard the complaint as closed
• a statement saying that you will monitor any further correspondence for new evidence or areas of complaint not previously considered and make a note of your consideration. If further evidence or areas of complaint are raised, you will assess this information and consider appropriate action
• signpost the complainant to LeO

For more information, see our practice notes on handling complaints and what to do when a complaint goes to the LeO.